Location: Office and field-based

Reporting to: Head of UK Support

The Onsite Support Engineer is responsible for giving technical IT support to customers both remotely and in person as required. The role is a split of office and field based work but engineers should expect to be field based at least 70% of the time once they are up to speed.

The key responsibilities of the role include, but are not exclusive to:

  • Answering telephone calls from customers and logging support cases
  • Troubleshoot desktop and system problems, diagnose and solve hardware/software Incidents/problems both remotely and onsite at client offices
  • Provide exceptional Service support to the business
  • Contribute to policies, and updates to processes and procedures
  • Work to SLA targets for incident, change requests and problems
  • Prioritising and managing your own case queue
  • Prompt and accurate updating of cases after carrying out work including Time Tracking.
  • Establishing a positive working relationship with the business and 3rd parties
  • Providing technical support for Microsoft related technologies: Windows Desktop, Windows Server, Microsoft Exchange, Office 365
  • Experience of using cloud based email technologies – eg Gmail
  • Providing technical support for networking connectivity, routers, switches, firewalls
  • Providing technical support for MacOS (high level), including hardware troubleshooting, OS installation and system management and iOS devices
  • Providing technical support for other handheld devices and peripherals
  • Communications with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages etc


  • Interpersonal skills: telephony skills, communication skills, active listening and customer care
  • Experience in client facing IT support roles
  • Professional IT Certifications or equivalent experience, such as: Microsoft MCP, MCSA or MCSE, Cisco CCNA
  • Completion of MAC OS examination
  • Ability to diagnose technical issues remotely
  • Ability to multi-task and adapt to changes quickly
  • Ability to work in a team and communicate effectively
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast-moving environment
  • Must have a valid driving licence and CBT (ideally)
  • CRM system experience (Netsuite)
  • The use of remote management tools, (AEM and Teamviewer) for remote support assistance and software deployment

To apply – email jobs@conosco.com